Stima Sacco Customer Experience Manager Jobs in Kenya

Stima Sacco Customer Experience Manager Jobs in Kenya


Role details

  • Reporting to the Chief Manager Strategy and Business, the job holder will implement a customer driven business model and drive adoption of customer personas and digital co-creation.

  • S/he will be responsible for design and implementation of customer service standards and quality measurements tools as well as standardization of customer service delivery across all touch points.

    Key Responsibilities

  • Participate in the formulation and implementation of leading approaches to customer experience management and feed these into the overall strategy of the Society.

  • Participate in the developement and implementation of the customer experience policies and procedures in line with the Society’s guidelines and provide guidance to management in the interpretation and implementation of these.

  • Establish customer segmentation system and ensure its proper implementation.

  • Institute systems and processes for effective handling and management of customer complaints and enquiries through customer interaction points.

  • Develop and implement customer service standards that ensure a consistent superior service to customers in the Society.

  • Champion opportunities to improve customer experience, drive customer retention and increase customer satisfaction.

  • Design and implement customer engagement/feedback and resolution mechanisms.

  • Manage the system for escalation of customer complaints SACCO wide.

  • Measure customer satisfaction by conducting customer satisfaction surveys.

  • Responsible for prompt resolution and investigation of customers long standing or complex problem escalated by the customer service team and other staff members.

  • Develop and implement service measurement tools aimed at the operational improvement of customer service delivery at all touch points.

  • Assess customer service requirements and build total customer service experience.

  • Establish communication mediums by utilizing platform such as social media to enhance prompt resolution of customer issues.

  • Develop customer journey mapping capability at the Society as a basis for growing customer base.

  • Own and manage improvements identified through customer journey mapping processes through to implementation.

  • Document Customer journey maps ensuring alignment with process maps.

  • Use industry knowledge and customer drivers to research and develop key ‘points of view’ and make recommendations of how to develop propositions, business, process and technical capabilities.

  • Making visits to key customers as per a structured customer contact program/ relationship program.

  • Follow up and ensure attainment of the relevant key performance indicators (KPIs) in the strategic plan, including adherence to budgets (income and costs where appropriate).

  • Leverage on data analytics and statistics in determining level of customer satisfaction on services rendered.

  • Prepare and issue monthly report to the Chief Manager, Strategy and Business and the Customer Service Improvement Committee.

    Minimum Requirements

    Academic Requirements

  • A Bachelors’ degree in Business Administration, Sales and Marketing or a business related field.

    Experience Requirements

  • Minimum of eight years’ experience in a Sales/Customer service environment, with at least three (3) in a similar role.

  • Experience with Customer Relationship Management (CRM) software.

  • Proven track record of customer experience and operational achievement of pre-defined global KPIs such as CSAT, NPS, Contact Rate and other efficiency and effectiveness KPIs that directly impact growth through retention of customers.

    Summary of Technical Competencies

  • Knowledge of customer relationship and service quality management.

  • Good understanding of customer care service standards or benchmarks.

  • Project management skills.

  • Customer service.

  • Data analytics.

  • Commercial awareness.

  • Customer centricity.

  • Negotiation skills.

    Summary of behavioural/general Competencies

  • High level of analytical and problem-solving skills.

  • Strategic thinking.

  • Ability to lead, develop and nurture high-performing teams.

  • Ability to manage and drive change.

  • Professionalism and integrity in line with the Sacco’s values

  • Collaboration and inclusivity.

  • Nurture Innovation and foster learning and development.

  • Good interpersonal skills and emotional intelligence

  • Results oriented and good team player.

    How to Apply

    For more information and job application details, see; Stima Sacco Customer Experience Manager Jobs in Kenya

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